Good Customer Service Experience With Bass Pro/shimano

[ktm3ten]

We (myself included) always seem to mention when we are treated poorly by retailers and manufacturers, so I thought I'd relay a good experience for once. I bought a Shimano Crucial rod at Bass Pro in May of 2010. Yesterday, while setting the hook (not some crazy hook set, just a firm one), the tip section broke. We can argue that it's my fault because of the way I set the hook, but I fell like a $150 rod shouldn't break when not abused.

I've always tried to buy rods with good warranties but have never used one. I did, however, remember that Shimano advertises their "over the counter" lifetime warranty.

I took the rod and receipt back to Bass Pro today. I was initially told by the Customer Service desk that I'd have to send it back to Shimano. I walked down to fishing and looked at the tag on the new shimano rods and sure enough, it still says "Over the Counter" lifetime warranty. I asked the manager in the fishing department what gives and he grabbed a similar rod, took me to Customer service and asked me to pay the price difference ($10) since the price had gone up. I felt like this was fair since the rod is 22 months old.

I was on my way with a new rod. I really appreciated the fact that they stood behind the product and it makes me much more likely to buy more Shimano rods in the future.

Kudos to Bass Pro and Shimano.

[Bill Babler]

On any replacement, reciept or not, they will usually take care of you. I am wondering though if you had not pointed out the over the counter replacement tag if they would have.

Don't believe it was so much good service. I believe your due dilligence in pointing out what you knew was right, got the response you wanted. You could have bought the rod at any of our local tackle stores and probably they would have already known about the Shimano warranty. BP really had nothing to do with it. Shimano is giving you the new one.

Just Sayin.

On another point the cost of the rod is for sure not a guarantee against breakage. As a matter of fact the more you spend in certain situations the more you are lible to have a breakage problem. As these top end rods increasing the molecture graphite components to add sensitivity to the rod, it can and often does make them more fragile. G. Loomis which is now Shimano makes some of the most sensitive graphite rods ever created. They also are the breakest. I have had more Loomis rods popped in my boat in 20 plus years of guiding than all others combined. I have had more clients break G. Loomis fly rods than all others combined. Most times just fishing the rod.

Sensitivity and durability do not go hand in hand.

A lot of times rods break because of past history, not what you are doing with it currently. You step on it or bang it in the boat, it may look fine and may fish fine for a few trips and then you make a cast and the tip breaks. You think MAN that rod should not have done that. That cast had nothing to do with it. Your rod was broke way back when it was stepped on or bumped it. Past History.

Another point is overloading the tip. You fish a rod with a line or lure weight larger than it is designed for and you will get in trouble. If you cast a weighted bait say a spook or a heavy crank bait and you cast it on a very short string and load the tip for a big cast and you will have a problem. Just not designed for that unless it is a ugly stick. You fish a carolina rig and let that big sinker bang on your rod day after day and you got a problem. As I said most times it is not what you are doing, but what you have done.

Good Luck

[Old Novice]

I would like to add my story to this line. My wife managed to close the pole locker top on a Bass Pro rod that we had for only a few months. Thw top 6 inches seperated and she said 'Sorry". I am very reluctant to ask a store to replace an item that was broken due to an accident, but it was an expensive pole (to me) ao I carried it into BP the next time I was in Springfield. The person at the Customer Service desk looked at the pole and my receipt and told me I could go into the fishing dept and get another pole. No muss, no fuss, just good customer service and an honoring of the warranty.

Just saying!

[Bill Babler]

Here this is one of their products, not a brand name. People think for some reason you have to have a reason why the breakage happend to receive new product. Nothing could be further from the truth. Broken is broken, they really never will know how you did it, and for the most part don't care, unless they are trying to fix a structural defect.

I have taken product back broken and new in the box, or loose stuff, that I just didn't want, with no reciept or any papers of any kind. They are very good about trading it out for other product and giving you the purchase price of your trade in on credit to the new product you are wanting to buy.

But, they are no better than our locals.

[roy_eros]

Bill is spot on with his advice on rod care.. Might want to reconsider which rod everyone is using to sling the wind chime!

Rod companies calculate the percentage of rods they expect to replace into the price you pay upfront, never feel bad about getting a rod replaced that has a warranty.

[pbd]

Bill...

Just wondering, is there anything you like about Bass Pro Shops?

[Addicted to Creeks]

i like the name....makes me feel like a hot shot tournament angler when i buy from there

[Fishin Hodge]

I am another that compliments Bass Pro on their handling of rod returns. Very reluctant to post about it as some no doubt abuse this type of info, but by the looks of it the cat is out of the bag. They will replace a rod and I think it is great. There have been rods that I broke, were I knew I was at fault; I will not take this product back to anyone although I fought with myselft over a $150 break once. Props to Bass Pro for their customer service on this part of their business. They have been better to me than my local stores can be, largely due to the volume of business they get. Additionally Shimano is going to work with Bass Pro more than a lot of places, they have no choice.

I have found rods in the outlet store that I have personally returned with broken tips. They'll stick a replacement tip on them and sell a $120 rod for $50, which is probably what it cost them in the first place. Agree with Bill on the fact that a lot of breaks result from past/forgotten, or unknown abuse. Step on a rod or close it in the rod box or much less, maybe even 3 months later, snap...

Bass Pro is huge and they make a ton of money, but don't abuse their kindness. We will all pay for it in the end, so be honest... Return what should be, but eat it if it was your mistake.

[Daryk Campbell Sr]

We will all pay for it in the end, so be honest... Return what should be, but eat it if it was your mistake.

An Honest man. Glad to see, I know that honest people are still around, but it is good to see them pop out every now and again.

We (myself included) always seem to mention when we are treated poorly by retailers and manufacturers, so I thought I'd relay a good experience for once.

Thanks for spreading the positive news.

Side note, I don't believe I have ever paid over $60.00 for any rod/reel combos (minus my fly combo $90.00). $150.00 rod must be a beauty.

[Bill Babler]

Bill...

Just wondering, is there anything you like about Bass Pro Shops?

Yes I said they do a very nice job on letting you return factory warranted broken merchandise. Other than that, if I find the slightest thing, I'll immediatly post it.

If at all possible I buy local.